Cloud Telecom Administrator

Annapolis, MD
Apr 29, 2021
May 05, 2021
Full Time
Cloud Telecom Administrator - ( 2104368 )DescriptionWe are the world's learning company with more than 24,000 employees operating in 70 countries. We combine world-class educational content and assessment,powered by services and technology, to enable more effective teaching and personalized learning at scale. We believe that wherever learning flourishes so do people.Pearson is seeking a Telecom Administrator that has experience with Cloud Voice delivery. As the Administrator/ Developer, you will need to develop solutions that are highly innovative, and achieved through research and integration of best practices to: Configure and manage a call center environment: call flows, queues and skills, agent management, analytics and reporting, call recording, and quality assurance. Manage Roles and Users Work with stakeholders in the US and UK. Develop inbound IVR and outbound dialer or click-to-dial solutions. Support Salesforce Cloud and Salesforce High Velocity Sales integration Manage release and change control in accordance with the organization's ITIL processes. Manage triage efforts in accordance with the organization's ITIL processes. Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.QualificationsREQUIRED SKILLS/EXPERIENCE: 5 years of experience in CCaaS environments with Amazon Connect, NICEIncontact, Lifesize CxE or similar applications. 3 years of experience with Salesforce integration. Telecom Analyst experience managing carriers domestically and internationally. Experience working with RESTful API, WebRTC and SIP. Experience migrating to and implementing/administering an cloud based call delivery solutions. High degree of competency communicating with IT and Business stakeholders DESIRED/NICE TO HAVE SKILLS: AWS Lambda & AWS Machine Learning 5 years of professional experience in commercial/large scale system software development and delivery 5 years of developing, integrating and maintaining highly available systems 2 years of experience Computer Science fundamentals in data structures, algorithm design and problem solving. ATTRIBUTES FOR SUCCESS: Strong written and verbal communication skills. Strong collaboration skills supporting multiple stakeholders and business operations. Ability to manage conflict effectively. Ability to adapt and be productive in a dynamic environment. Self-starter, self-managed, and a team player. EDUCATION REQUIREMENTS: Bachelor's Degree or higher in Computer Science, Engineering or related field; or equivalent experience - required. Other:Scheduled Weekly Hours:40Travel Required:NoneTelecommuting Options:Telecommuting 100%Work Location:Any Location / RemoteThe anticipated starting salary range for Colorado-based individuals expressing interest in this position is $80,000-120,000. This position is eligible to participate in an annual incentive program.Benefits available to eligible employees can be seen at: Location : US-RE-RemoteWork Locations :US-RemoteRemoteJob : TechnologyOrganization : Technology & OperationsEmployee Status : Regular EmployeeJob Type : StandardJob Level : Individual ContributorShift : Day JobJob Posting : Apr 22, 2021Job Unposting : OngoingSchedule: : Full-time RegularReq ID: 2104368